Contact details

Acknowledgement and Investigation

Your complaint will be acknowledged in writing and/or by telephone.

We will generally need some time to investigate the complaint. The amount of time needed will depend on the number and the availability of people involved, and the complexity, seriousness and/or urgency of the complaint. We may need to communicate with you during the investigation process to clarify aspects of the complaint.

Response and Communication

We will provide you with a response to the complaint as soon after completing an appropriate investigation.

Whilst we will generally respond to you in writing, sometimes a verbal response is more practical and/or appropriate.

Resolution

If you are satisfied with our response, we will confirm and carry out the understanding reached.

However, if following further communication, we are unable to reach a resolution, you are encouraged to refer your complaint to Consumer Affairs Victoria at www.consumer.vic.gov.au or by telephoning 1300 558 181.